Technical Customer Account Manager - Military veterans preferred

2019-01-14
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Herndon | Usa
Virginia
United States

Drive Customer Success Outcomes in an Exploding Agile, DevOps Culture

Ready to take your technical curiosity and customer engagement skills from traditional project management to the next level?  Want to use your knowledge and interest in DevOps delivery to engage customers using leading edge cloud technology and automation?  You will be at the center of the action, supporting a major civilian government agency’s transformation and adoption of the cloud using progressive DevOps tools and methodologies.

 

As a Technical Customer Account Manager, you are a critical member of the team and will be the face of GDIT with the customer providing transparency to leadership across the program; with the client, with systems integrators, and cloud providers.  Your job will be interesting, fast paced and varied while supporting various customers within the agency.  There are infinite opportunities to learn and make meaningful contributions.  We are excited to be building a culture of agile collaboration, transparency, ownership, and customer intimacy and are looking for you to come help us.

 

Responsibilities:

Represents the customer during technical, administrative, and operational support of assigned customers.  Responsible for customer and subcontractor support, coordination, communication, and orchestration. 

 

  • Maintain active conversations with your customer(s) through regular and consistent engagement, demonstration of your market knowledge and programmatic expertise.
  • Ensure the broader GDIT Cloud team is aware of customer successes and concerns
  • Advocate for your customer, even if in opposition to your GDIT colleagues, to identify, extend, and expand the potential offerings of the shared services team.
  • Maintain awareness of both the external and internal competitive landscape, opportunities for expansion, integration, leverage technologies, new industry developments and standards.
  • Drive positive customer success outcomes: speed of support, new service identification adoption and expansion, customer advocacy in managing the customer journey.
  • Proactively identify, mitigate, or rectify delivery issues and challenges. 
  • Manage the onboarding process for new customers and facilitate the coordination of shared services implementation; train the customer on the engagement model.
  • Monitor the implementation delivery status of Technical Systems Integrator; identify challenges to schedule and status and develop plans accordingly.
  • Identify and communicate continuous process and service improvements.
  • Support Customer Proposals and Customer Consumption Monitoring .

Qualifications:

  • 8-10 years’ of related experience, including supervisory experience.

 

Combined 6+ years’ experience working in collaborative customer environments; 

  • 4+ years’ of hands-on Infrastructure / Troubleshooting / Systems Administration / Networking / Applications Development experience in a distributed systems environment.
  • 2+ years’ experience in Client-facing roles managing customer expectations, issues, and inquiries. 
  • 1+ years’ experience with agile methodologies / DevOps experience / Customer Account Management experience.

 

Preferred candidate skills and experiences for you to be successful

  • Excellent time management and strong organization skills. Ability to maintain poise under stress, especially when resolving clients’ time-sensitive issues.
  • Understanding of cloud computing concepts, experience with migrating applications from data center to cloud. AWS/Azure familiarity desired, other cloud environments a plus.
  • Familiarity with web-based application development and operations management environments.  
  • Experience with Federal Government information technology ecosystem including industry terms, technology and strategies.  HHS-CMS background a plus.
  • Strong foundation in agile development methodologies, and rapid deployment of capability, fast flow, feedback loops, and continuous improvement.
  • Ability to manage influence through persuasion, negotiation, and consensus building.
  • Maintain active customer conversations through regular and consistent engagement, demonstrating cloud knowledge and programmatic expertise.
  • Analytical and process-oriented mindset.
  • Enthusiastic and creative leader with the ability to connect with customers and inspire others.
  • Create and promote company-wide culture of Customer Success.
  • PMI-ACP and ITIL v3 certifications a plus.
  • Candidate must be Clearable for position.
  • US Citizenship is required for this position.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Education:

  • BA/BS degree in business or related field or equivalent experience. Degrees in Computer Science, Math, MIS or related disciplines or equivalent work experience highly valued. 
  • Professional certification (PMP) preferred.